Product Owner - ServiceNow

ServBeyond Solutions•Rockville, MD

About The Position

The Product Owner will lead business process definition, backlog ownership, requirements analysis, and stakeholder alignment for a ServiceNow CSM-based CRM implementation in a secure ServiceNow environment. This role will assist in translating the client's current customer-facing portal, registration, onboarding, migration tracking, dashboards, and support workflows into a secure, governed, and scalable ServiceNow CSM operating model. This is a Senior Product Owner / Lead Business Analyst level position responsible for business process leadership, stakeholder alignment, backlog ownership, requirements governance, and client-facing facilitation. At ServBeyond Solutions, you will join a growing GovCon company recognized for both growth and service, including Inc. 5000 recognition and a 2026 Service to the Citizen Award. We are building on that momentum by investing in talented people, disciplined systems, and the capabilities needed to support our next stage of growth. This role offers the opportunity to help deliver mission-focused technology solutions, partner directly with business, technical, and government stakeholders, and make a visible impact by improving how mission teams access, manage, and deliver critical services.

Requirements

Minimum 8 years of experience in Business Analysis, Product Ownership, Business Process Improvement, or related disciplines.
Minimum 5 years of experience supporting ServiceNow implementations.
Minimum 3 years of experience with ServiceNow Customer Service Management (CSM).
Minimum 3 years of experience supporting federal government programs.
Experience serving as Product Owner or backlog owner in Agile delivery environments.
Experience managing or supporting technical implementation projects.
Technical acumen sufficient to partner effectively with ServiceNow architects, developers, engineers, and government stakeholders.
Strong knowledge of ServiceNow CSM modules (accounts, contacts, case management, portals, knowledge, SLAs)
Ability to define workflows and automation using Flow Designer, playbooks, and lifecycle stages
Understanding of data models and migration (tables, relationships, data mapping, import processes)
Experience with integrations (CSM, APIs, IntegrationHub, external systems)
Familiarity with CSM/ITSM interaction and case-to-incident workflows
Knowledge of reporting and analytics (dashboards, KPIs, Performance Analytics)
Ability to define role-based access and security requirements (CAC, data visibility, permissions)
Familiarity with Jira and GitLab in Agile delivery environments.
Strong stakeholder management and workshop facilitation skills across business, technical, and government teams
Excellent communication skills (translating complex requirements into clear, actionable outputs)
Ability to work effectively in regulated environments with structured processes and compliance needs
Strong analytical and problem-solving skills for breaking down complex business processes
High-quality documentation and organization skills for audit-ready artifacts
Collaborative mindset to work across cross-functional teams (product, engineering, security, data)
Ability to drive decision-making, prioritization, and change management
Awareness of security and data sensitivity in government environments
Strong executive communication and presentation skills; business savvy and comfortable in client-facing discussions.
Ability to lead requirements workshops, communicate tradeoffs, and align stakeholders around clear decisions and next steps.
CAC Eligibility: Must be eligible to obtain and maintain CAC credentials for secure program access.
Clearance: Ability to obtain and maintain a Secret security clearance if required by the program.
Authentication: Ability to utilize Department of War (DoW) Common Access Card (CAC) primary authentication mechanisms for secure, identity-validated administrative access.

Nice To Haves

ServiceNow certifications: CSA (preferred), CIS-CSM (strongly preferred), CIS-ITSM (nice to have)
Agile certifications: CSPO, PSPO, SAFe, PMI-ACP (preferred for product ownership)
Security+ or equivalent (for 8570/8140 compliance, if required)
ITIL Foundation
CBAP/PMI-PBA
ServiceNow micro-certifications

Responsibilities

Lead end-to-end business process design for customer onboarding, case management, and CRM workflows in ServiceNow CSM
Own and manage the product backlog, including user stories, priorities, and acceptance criteria
Conduct stakeholder workshops and translate business needs into clear, implementable requirements
Map and transform legacy tools, data, and processes into a unified ServiceNow CSM solution
Define workflows, automation, and integrations (e.g., CSM, portals, data sources)
Create and maintain process documentation, requirements, and traceability artifacts
Support UAT, validation, and release readiness to ensure solutions meet business needs
Ensure alignment with client security, CAC access, and compliance requirements
Facilitate client-facing requirements sessions, present options and recommendations, and drive stakeholder consensus across business, technical, and government teams.
Support technical implementation planning by translating business needs into ServiceNow solution requirements and collaborating with architects, developers, engineers, and program leadership.